Customer Success Analyst
Core
Ensure customer success on the platform by driving activation, engagement, satisfaction, and retention through continuous follow-up, operational support, and product guidance.
Role type
Customer Success Analyst
Builds
Customer adoption and retention for a B2B SaaS document signing platform
Domain
B2B SaaS / Document Management
Deliverable
product features
Required skills
CRM management, data analysis, portfolio management, customer support tools, negotiation, retention strategies, B2B SaaS experience
Responsibilities
Onboard new customers to ensure activation and product understanding; Monitor customer portfolio for engagement and satisfaction; Resolve customer inquiries and operational issues; Log interactions and status in internal systems; Identify churn risks and report improvement opportunities; Support customer adoption of features and best practices; Collect customer feedback on product and processes; Update support materials, FAQs, and operational documentation.
